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Service Complaints Commissioner's Report

Volume 526: debated on Thursday 31 March 2011

I am pleased to lay before Parliament today the service complaints commissioner’s third annual report on the fairness, effectiveness and efficiency of the service complaints system.

The commissioner continues to provide an independent oversight of the system and has been effective in beginning to drive improvements in the way in which we handle service complaints. She has added value and challenged the services’ established ways of working.

The Ministry of Defence and the services have worked closely with the commissioner over the last three years to take practical steps to implement her recommendations for improving further the service complaints process. I and the service chiefs welcome the fact that this report acknowledges the progress that has been made, and the initiatives that have been implemented in a number of the areas since the first report was published in 2009.

While progress has been made, we recognise that we can improve further the manner in which we handle complaints.

I will provide a formal response to the commissioner once I and the services have had time to consider in full the findings of the report and the recommendations made.